Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary
Results-driven [Job Title] leveraging [Number] years of proven skills in establishing strong rapport with clients. Highly-knowledgeable in [Product or Service] offerings, [Software] use and [Skill]. Collaborative team player diligent about contributing to achievement of group goals. Results-driven Customer Service Specialist highly skilled in account management and sales techniques. Bringing [Number] years of experience in professional communication with customers and peers. Skilled communicator known for contributing to repeat business. Positive, upbeat [Job Title] brings more than [Number] years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Enthusiastic Client Service Representative with [Number] years of client interface experience. Well-versed in [Industry] products, services and consumer trends. Skilled in both individual and team roles paired with expertise in training and mentoring new staff on company objectives.
Skills
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Experience
04/2011 to 02/2012 Customer Service Representative Homeserve Usa | Canonsburg, PA,
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Delivered service and support to each customer, paving way for future business opportunities.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
- Made outbound calls to obtain account information.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Assessed customer needs and upsold products and services to maximize sales.
- Answered [Number]+ inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
- Recommended improvements to products and services to mitigate complaints.
- Answered customer questions and addressed concerns, resulting in [Number]% reduction in complaint calls.
- Relayed productive customer feedback to marketing teams.
- Trained new employees on procedures and policies to maximize team performance.
- Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
- Upheld privacy and security requirements established by [Type] regulatory agencies.
- Worked with [Job title] to develop customer service improvement initiatives.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
- Interviewed customers regarding [Type] issues and reported feedback to management team.
- Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
- Exceeded company productivity standards on consistent basis.
01/2000 to 04/2011 General Manager Schlotzsky's Deli | Texarkana, TX,
- Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Designed sales and service strategies to improve revenue and retention.
- Managed shrink processes and inventory levels for corrective action planning to save costs.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Strengthened product branding initiatives and maximized outreach by overseeing acquisitions, events and business development.
- Maximized time and manpower by consolidating data, payroll and accounting programs into one centralized system.
- Tracked monthly sales to generate reports for business development planning.
- Mitigated regulatory risks by overseeing compliance visits and adhering to protocol.
- Facilitated monthly workshops to share best practices to optimize productivity.
- Oversaw all corporate communications to streamline data and information sharing initiatives.
- Delivered and implemented engagement, diversity and cultural programs using robust reporting tools to improve productivity and enhance staff morale.
- Participated in organizational transformation and implementation activities to monitor corporate restructures.
- Diminished financial discrepancies by monitoring quotes, production and material planning and bank reconciliations.
- Liaised with cross-functional teams to develop product positioning strategies.
- Forecasted outlook by mitigating operational risk and compiling performance, financial, headcount and AUM data.
- Directed successful turnaround by eliminating over $[Amount] in debt within one quarter.
02/2012 to 12/4/20 Regional Training Manager Berkshire Hathaway Automotive | Kansas City, MO,
- Mentored team members to succeed and advance within department and company.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Presented training information via role playing, simulations and team exercises.
- Conducted evaluations of training courses to uncover areas in need of improvement.
- Created effective training course objectives, course content and all materials.
- Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
- Effectively trained instructors and supervisors on techniques for managing employees.
- Analyzed employees' skill levels and implemented new techniques to boost staff knowledge.
- Created testing and evaluation procedures to assess performance before, during and after training sessions.
- Oversaw training courses and promotional paths for professionals and leaders.
- Analyzed each department's training needs and developed new training programs based upon data collected.
- Designed training modules implementing strategic business practices and organizational behavior training concepts.
- Led training classes and recorded instruction for later use.
- Supervised average of [Number] training specialists in [Type] department, overseeing work, optimizing performance and motivating excellence.
- Led trainings for up to [Number] employees on weekly basis.
- Determined course objectives and found or wrote course materials to cover topics.
- Identified key skill gaps in [Type] department employees and created training classes to effectively educate target individuals.
- Offered specific training programs to help workers improve [Skill] and [Skill].
- Monitored training costs to maintain training budget.
- Utilized [Type] technology to train new employees and provide effective onboarding.
- Maintained corporate responsibility by staying up-to-date with laws affecting human resource training programs.
- Delivered training material to diverse audiences of both blue and white-collar professionals.
- Monitored team leader incentive and motivational programs.
- Prioritized required training classes to fit into schedules for [Job title]s and [Job title]s.
- Led training programs designed to implement new agent performance management standards for [Number] departments.
- Developed first training manual for [Industry] company.
- Directed [Number] yearly training courses for [Number] participants.
- Facilitated training on benefits, FMLA and CFRA, new employee orientation and performance appraisals.
- Created training budgets for [Number] departments with more than [Number] employees.
Education and Training
Expected in 06/1985 High School Diploma | Bunkie Magnet High School, Bunkie, LA
| Notary National Notary Association, Chatsworth, CA
Expected in 1986 | Computer Certification Computer School, ,
Accomplishments
Controlled training of over 74 restaurants as both a General Manager and Training Manager.
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School Attended
- Bunkie Magnet High School
- National Notary Association
- Computer School
Job Titles Held:
- Customer Service Representative
- General Manager
- Regional Training Manager
Degrees
- High School Diploma
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